Remote Director of Call Center Operations

Summary

Join Foodsmart, a leading telenutrition and foodcare solution, as the Director of Growth Development to lead the growth and member happiness team, overseeing call center operations, systems, and processes. This role requires an experienced leader with a call center background to take the team and organization to the next level.

Requirements

• 5-7 years of progressive leadership experience in a call center environment, preferably in the healthcare and/or start up environment
• Proven ability to automate functions
• Experience managing or running support
• Deep understanding of TCPA laws and regulations and how they apply to a call center
• Proven track record of meeting and exceeding required SLAs
• Experience creating and maintaining, knowledge bases, IVRs and Chatbots with a focus on self-service
• Experience using and managing a dialer to execute progressive and predictive dialing campaigns
• Demonstrated success in scaling teams and building structure to support the growth
• Strong communication skills and the desire and ability to lead teams and coach direct reports
• Experience using AI for self service and outbound dialing

Responsibilities

• Directly oversee, coach and hold accountable the Customer Support Manager and our two outbound Team Leads
• Indirectly oversee a team of ~40 support and outbound reps
• Create a world class training and onboarding process that ensures new hires are set up for success
• Lead through setting goals and KPIs and help oversee the QA and accountability processes
• Act as the voice of the team to leadership and other departments in the organization
• Oversee migration to a new IVR and Chatbot in order to maximize self service and automation
• Assist Customer Support Manager to ensure knowledge base is continually updated
• Work cross functionally with engineering and IT to ensure systems are integrated seamlessly across the organization
• Track and utilize data to make decisions around staffing, SLA management and outbound calling campaigns
• Continually refine and assess systems and processes to identify redundancies and inefficiencies
• Ensure the call center is holding to TCPA and other government standards
• Partner with Sales, Marketing and Client Development on pre and post client launch strategy in regards to calling campaigns and customer support
• Ensure that all client SLAs are met and exceeded utilizing staffing and software
• Handle escalated customer issues and ensure timely resolution

Benefits

• Remote-First Company
• Unlimited PTO
• Flexible & remote location (Bay Area preferred)
• Healthcare Coverage (Medical, Dental, Vision)
• 401k
• Bonus
• Stock options
• Commuter benefit
• Gym reimbursement